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Three Weeks In, Frontier Verizon Switchover Problems Continue

While most of the major outages appear to have been resolved, customers in some areas of the country continue to complain about problems related to the Verizon, Frontier switchover. Frontier formally took over Verizon's FiOS, DSL and phone customers in Texas, California and Florida at the start of April, but users in our forums (see threads for Texas, California and Florida) say they continue to have a wide variety of problems, from Internet connectivity woes to a wide assortment of headaches related to voice and TV service.

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Both Twitter and Frontier's Facebook page remains lit up by complaints. In some areas, users say Frontier's billing systems still aren't working. In Texas, local news outlets indicate that a number of users don't have any service whatsoever, though some of these problems appear related to recent storm activity.

“There are currently no widespread outages," the company says of the complaints. "The isolated issues currently being addressed include either individual customer issues from the conversion or the day to day service issues that arise when operating a complex network."

Frontier isn't providing a hard number of the number of users still impacted from the transition, but insists it's working hard to get things up to snuff.

"The customer experience is always at the forefront of our company, and we are committed to each customer’s satisfaction," Frontier says. "We are addressing service orders as quickly as possible, prioritizing repairs over new installations and coordinating both customer availability and the management of our ongoing queue of orders. In all cases, that means the next best available time.”

If you're one of the migrating customers, let us know if you're still having problems in the comment section below.

Most recommended from 33 comments



kdwycha
join:2003-01-30
Ruskin, FL

16 recommendations

kdwycha

Member

Frontier Mouthpiece

Reminds me of this guy.
PJL
join:2008-07-24
Long Beach, CA

6 recommendations

PJL

Member

A Difference Between "Widespread Outages" and Broken Funtionality?

Frontier says "There are currently no widespread outages...The isolated issues currently being addressed include either individual customer issues from the conversion or the day to day service issues that arise when operating a complex network."
So systematic issues impacting large numbers of users like a full service outage when provisioning is touched, subscription issue impacting streaming access, missing Caller ID on TV, broken STB support tools, a mobile app that does not think we're on our home WiFi when we are, mobile app channels that are either locked or don't stream, etc. (and the list is long) are not critical because they're not "widespread outages?" I thing broken functionality is an "outage" for that function. It's clear Frontier thinks an outage is when there's no service at all. Oh wait, that's on the list above too when anything is done to the provisioning of the account.

chuch
join:2001-04-11
Tampa, FL

5 recommendations

chuch

Member

Leaving

I've been lucky - my Internet only FiOS has not been affected at all.

Wish I could say the same for about a dozen of my friends. Over the course of the past two weeks, they have been migrating over to Brighthouse.

My mom, who was always an avid FiOS user, is moving soon and called Frontier to move her service. She sat on hold for three hours, was told that she would have to call back "in a few weeks" to transfer service.

I get that transitions are not easy, but customer's aren't always willing to put their lives on hold while Frontier figures out how to manage daily customer requests.

Apparently, Brighthouse in Tampa has been offering to pay FiOS ETFs now, which doesn't bode well for Frontier.

kdwycha
join:2003-01-30
Ruskin, FL

5 recommendations

kdwycha

Member

Well...

I personally am afraid to even reboot my router out of fear I will lose all 3 services.

I have a box I am not using any longer but a call to customer care to add or remove a service results in bricking the ONT followed by 2 or 3 days of no call no show techs. So it's either pay for something I don't use or have no service for a week.

I just sit and wait and hope everything doesn't crash and burn daily.

Gary A
join:2008-03-02
Odessa, FL

4 recommendations

Gary A

Member

Widespread vs. Individual Outages

Apparently, Frontier doesn't consider an excessive number individual outages to be a problem. Or functions like billing, VOD not working are not problems either.

That's like saying Houston isn't having a problem with excessive rain because it isn't from a named hurricane.
d21mike
join:2016-04-04
Torrance, CA

3 recommendations

d21mike

Member

My Dentist Phones are down due to the conversion.

From my Dentist ....

Good morning! Our phone lines have been down due to the conversion from Verizon fios to Frontier fios. We are hoping they get this situation fixed very soon. If you need to schedule an appointment, please email us at xxxxxxxxxx. We apologize for any inconvenience! Thank you!

hamburglar
join:2002-04-29
united state

2 recommendations

hamburglar

Member

Sounds about right

Frontier is a joke. That is all.